Tips for Helping SMB and Startups Change Their CRM for Rapid Business Growth
Change is never an easy thing, even when you are aware that it is absolutely necessary to improve your situations for business growth.
Now while the familiar is always a comfortable proposition for anyone, sticking with the things that we have always done is most often the fastest killer of advancement.
This often also holds true for using the legacy CRM or by mistake if you have bought an enterprise-level CRM tool like Salesforce and is looking for a Salesforce Alternative CRM as you are finding the former one too complicated or unjustly expensive for your startup or small business.
Nevertheless, it is mostly resistance within SMB organizations that keeps them from thinking or even adopting a new and alternative easy to use CRM software, which is a barrier that in turn keeps small businesses from flourishing and rising in this competitive marketplace.
This happens because for small and medium businesses, the idea of changing a CRM vendor can seem to be an impossible task and it most often meets with a lot of oppositions, even though all the stakeholders and users of the CRM must understand that when rightly deployed a new CRM for SMB will not only boost efficiency and processes within an entire organization but it even aids in better serving the customers.
Hence as a small organization looking for business growth if you are committed to making change happen in your business with the right help and guidance, implementing the best CRM for small and medium businesses might be the ultimate decision you can take towards taking the right step for your business growth.
Hence here are five golden tips that can help your SMB mitigate unwanted resistance to changing CRM for your organization:
1.Commit to a Customer-Centric Mind-Set
Primarily we must understand that CRM is not just all about technology. Rather Customer Relationship Management should be viewed as a strategy and a vision since CRM is a tool that is designed to help you provide even better customer service.
Hence ask the users of your CRM to commit to a customer-centric mindset across your entire organization.
In fact, in order to find a successful CRM vision, all users of the system right from C-level management need to work on the same playbook with clearly defined expectations and goals, which can include tasks like:
Explaining what steps will be taken at each point of the CRM implementation process
Spelling out how internal processes will be transformed
Learning what the new users want to do with their new CRM
Teaching how to measure success
Regularly communicating with your staff and vendor on how your CRM is going to serve your business
2. Find Buy-in early and often
Even before you buy a new CRM and implement the platform, ask your employees what insights they might provide to better manage their customers. Your staff might have used several systems before, so just ask them to share what has been helpful and what posed a hindrance.
Think of this just like gathering customer feedback to drive a new product roadmap.
Now, even though you cannot keep all the requests of your staff, but you must consider to input features in your new CRM by customizing the CRM to your businesses’ needs.
3.Involve Others in the Choice
As there are many things that you must consider before signing your CRM’s contract, hence choosing the right vendor is as important as choosing the right CRM tool, which presents an opportunity for all in the organization to ask questions and take a part in the selection process.
Hence before finalizing on your easy to use CRM vendor, know more about their availability, industry experience, with whom they partnered, and most importantly their maintenance and support capabilities.
Create demo sessions of the CRM to get teams involved. Be sure to ask your CRM vendor about proper training of your staff, keeping in mind that the right kind of training should reach even beyond the end-users of the CRM but even to the IT employees and developers in your organization who may need for making technical updates downstream.
4. Provide Appropriate Training
Getting your team trained for using the new CRM is not only paramount to the success of using the application, but it even provides your employees to get then adjusted and buy into the change.
Therefore determine the level of training your employees need and thereafter approach training with a few differences which can include:
Bespoke training or training designed specifically for the target group of users
Ongoing training and onboarding training for the new users
Role-based training for users in relation to their job function
Doing this will hot only help in alleviating trepidations associated with learning a new business growth technology solution but also create support for your new purchase among the members of your teams.
5 Encourage Feedback
Make your employees feel that their input is valued by their organization. Therefore, to ease tension about switching CRM allows users to leave their feedback as to how the system can be further improved.
Hence, ask your employees the most commonplace challenges they are facing in sales, marketing, support, operations, and accounts about your CRM. Look particularly for those features that worked and that did not. Allow your employees to remain anonymous so they feel open about providing their honest feedback.
Finally, to keep your employees focused on their CRM vision and practice, schedule meeting regularly to review the features of your new CRM, and for users, those who are setting a positive example on their adoption of the new CRM (like performing proper data entry, or reporting) you can offer small rewards to those employees (with a free lunch or a weekend family movie ticket) especially for small businesses as they have a smaller group of users to use their best small business CRM platform.
So applying some of these tips above will not only help make the change for you easier but once you find your new CRM generating value you will surely wonder why you did not go for the change sooner or you did not do it even before.
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